Visited this location twice now. The expectation was to purchase a large sectional for our new home. The first time: We’d been keeping an eye on an urban sectional online and we finally had the time to go in and view the one in display. We went thinking that someone would answer our questions, and expecting to walk outta there, confident with our purchase (as this is our first west elm purchase). Sadly, in our 45 mins of walking around and trying to get an employees attention, no one noticed us. No one asked how we were doing. No one asked if they could help. We left disappointed however, we gave them the benefit of the doubt and said they’re probably very busy with other customers. Two weeks later I decide to make a design consultation hoping that this would be the best approach to have a conversation with an employee and having their professional opinion in our purchase. When we arrived, I was told our person would be Lee. Lee was busy with other customers so we worked with someone else. I was severely disappointed with the overall experience. The person we ended up with didn’t express any genuine opinions on the fabric selection. We showed her our color scheme of the open space and even reassured her the reason we came is to not only select a fabric and purchase but also open to receive feedback/ opinion. We even asked her about pros and cons of fabric and didn’t really provide any solid facts other than “the dark colors won’t show stains” ( well duh). And then once we asked for swatches she said “oh this is a performance fabric.” Which we asked, what’s that? She said the fabric is good for not taking in so many stains. In my mind I’m like, great, would’ve nice to know this BEFORE we just started picking up dark colored fabric And when we asked about the fabric details. When we asked for more swatches, she seemed rushed and eager to stop talking to us. We wound up taking up the swatches and walking out of there to make the purchase another time. In conclusion, as this is my first purchase with west elm, and that I’m looking to spend a hefty amount on a sectional, I don’t really feel I received the customer service I was expecting to receive. Kinda iffy now on the purchase as the two visits to this location left a bad taste in my mouth. Maybe they’re more catered to people who are looking to purchase beaucoups of items to furnish an entire house and would rather not waste time on helping someone select the right fabrics and size of a sectional? I get that, but it’s not cool to turn your back and dismiss people like me. TLDR: this location sucks.

TL;DR Terrible Management (Unhelpful, Ungrateful, and Entitled) We purchased a full-priced lamp four months ago. We were told we could return the item 30 days from delivery. We were told it would arrive within weeks of our in-store purchase. We waited and waited. After one month we got the lamp shade. After four months we finally got the complete lamp. We set it up in the living room and it looked out of place among our furniture from nicer stores. We boxed it up and took it to the store. Right away the manager was on the defensive contorting herself in many ways to blame us. First we couldn't return it because she claimed it came with the lamp shade. I showed her the shipping label on the box with the date. Then it was the sales person's fault for not telling us it was on clearance. We explained to her that it went on clearance while we waited for it. Then finally it was upper management's fault because they didn't empower her to provide sane customer service. Finally, I asked if she would call customer service and she said we would wait all day for them. So by now, based on what she was telling me I was thinking West Elm is a terrible company to work for. Before we left I asked her to ask her management to give her tools to alleviate situations like ours, which she claimed were common. She responded with a very unreceptive attitude. So incredibly dissatisfied we packed the heavy box out of the store struggling to open the door without assistance. We arrive home and call customer service and we had a shipping label in five minutes. And all this leaves me thinking if I were her I would have made that call myself to make a customer happy. Instead she went back to talking with her coworker. Upper Management: I don't know how this store performs, but it can do a lot better. In our case a whole house better. And maybe even our neighbors too because we will definitely be sharing this story around the fire pit. We will not buy so much as a picture frame from this store. It doesn't exist as far as we are concerned. For anyone looking for much better quality and service we would recommend Bob Mitchell Gold at the Domain. They have been amazing and we don't have a single complaint. The down side would be that they have 20% restocking fee, but their furniture is so nice you won't want to return it.

The store is great but I will never buy anything that requires delivery or assembly based on their delivery options being CONSISTENTLY AWFUL. Their warehouse delivery system sucks (my bookshelves arrived in prices many weeks apart). Their “WHITE GLOVE DELIVERY” system is the actual worst. It’s a huge money and time waster. I will never order furniture that requires assembly or delivery from West Elm OR any other Williams Sonoma store again because of my experiences (3 horrible ones out of 4). The first “white glove delivery” guys dropped off a queen sized bed and REFUSED to assemble any of it. Just left the huge boxes taking up my entire living room. I had to wait a week for the “rushed” replacement crew sent over to ACTUALLY ASSEMBLE it. Had another “white glove delivery” of two night stands one with totally jank drawers. I wasn’t the one who signed for it… unfortunately… so had to schedule pick up. They arrived at 7am on Saturday instead of the “scheduled” 8am. When replacement delivery arrived ALSO outside of the “scheduled” 2 hour window (note: YOU have to pick a date and commit to 12 hours of availability then THEY assign you a two hour delivery window that they WILL NOT honor)… when replacement delivery arrived the delivery guy INSISTED I sign for it BEFORE he would remove it from box and put it in my home. Sight unseen. NOT how that’s supposed to go. Finally, today, having scheduled delivery WEEKS ago, I was SUPPOSED to have delivery today 9am - 11am. Guys arrived at 8:23 and left a note. I “missed” them. So I had to call in to reschedule and am now rescheduled for 11 days from now. I have to be available between 8am and 8am and 48 hours prior they’ll send a 2 hour window… which they’ll arrive outside of. DO. NOT. PAY. FOR. WHITE. GLOVE. DELIVERY. It’s a huge waste of time and money. Shop elsewhere.

**1YR+ UPDATE: couch not holding up well. Cushions are cheaply made, sometimes crunchy (?), and lost shape quickly. Couch also sags in the middle with a clear V. I bit the bullet and finally bought a proper couch from a “real” furniture store. The sales associate there actually laughed when I mentioned West Elm furniture. Apparently their quality is well known in the industry, wish I had known earlier. *UPDATE the couch arrived end of January, almost three solid months later. Two gripes about their service. First, don't get the West Elm card-- it's predatory with awful customer service support. A fraudulent charge inquiry took hours to process because of the confusing automated system and poorly trained customer service reps (who kept escalating the problem to the wrong department). It took months for the charge to be taken out, all the while WE kept trying to collect ridiculous late fees on it. Don't fall for their perks, it's just not worth it. Second, WE has major supply chain management problems and just won't admit it/sometimes lies about it. I ordered furniture in early November with a delivery date in mid December. The date kept getting pushed back without any notification, and with every phone inquiry the store will only say something vague like there is a delay in shipping. If you call on a different day the reason changes, hmm. I get the feeling that the employees are stressed out fielding all these problematic inquiries, which must happen a lot. Just look at the other reviews. We all seem to have the same problem. This store focuses too much on marketing and pretty showrooms and not enough on what matters.

Went in around 4th of July (2018) to look at some furniture for our new home. We had to wait a bit for some staff help as they were very, very busy. To be fair, I don't really have a problem with this, its a busy store, its going to happen. Theres plenty of stuff to go look around at while you wait, and if you go mention you're there and need help, guess what, when they're free they come help! We ended up buying an entire bedroom suite, price was more than reasonable before the "holiday sale" was added onto it (roughly 20%). The big thing that drew us in was the solid wood construction, and the high build quality for the price range. As a result we had a good feeling that what we got, would last us into the future. The customer service during the transaction was spot on, Rico helped us through every step, made suggestions, and took nearly 70 minutes out of his day to get us all squared away. Not bad for a walk in off the street with a rough idea of what they wanted! The only downside was several items were out of stock at the time, and we've been waiting for them going on almost 2 months now. It happens, not a huge deal, and they were up front about it. The only reason this isn't a total 5 star review is after purchasing our card was charged an additional amount a few days later (shipping), then refunded a larger amount the next day after, and then finally being charged again a few weeks later, and finally again just the other day. The customer support AFTER the fact in helping figure out what the heck was going on was not exactly the best. Sadly its still being worked on.

Literally the worst customer service I’ve ever experienced. Ordered various items, some new and some open box. After waiting over 6 weeks for delivery, and taking the day off work to be home for the delivery, I was told one item (two seater part of a modular sofa) was missing, and another item (corner piece of the modular sofa, an open box item) was mis-labeled as a random side chair and in fact never existed. I was told with open box there is no guarantee the product is even remotely the correct product you are buying, and that it’s essentially a multi-thousand dollar mystery box situation. I had to refund that piece. I also ordered a new rug that the delivery people unrolled with their feet with shoes on, and a rug pad that was in stock at the time of the order but magically became back ordered after purchase and with a 3+ month expected time to ship (which I had to cancel). Currently, I have one piece of a couch, a chaise, (which is not the correct product either—I ordered a storage chaise and this one has no storage—and which is damaged and dirty, to include a foot print on the top of it), an ottoman, and a rug. If the rest of the couch doesn’t come, we refund it all and I’m shopping for a couch at Costco where purchases are backed and there’s some accountability. Don’t make the mistake I did and shop here!

Poor shipping,delivery, and Quality . We purchased a bench and it was delivered damaged and we did not accept it and waited for a replacement to be delivered. We told ourselves this sometimes happens and no worries. The replacement bench was also delivered damaged and was not accepted by us and had to wait for another replacement bench. The final replacement bench was delivered and was not damaged, thankfully. We decided to order a second bench for the table. That new bench was delivered today and...it, too, was damaged. We now have to wait again for a replacement bench again. Two separate orders and 3 replacement later we are still waiting on a bench. We also purchased a bed frame. It was delivered after 4 month wait and it was missing key parts like the hardware for assembly and the center beam. We had to wait an additional 4 weeks for the missing parts and a bit longer for the center beam which should be, hopefully, delivered early next week. Luckily, we will not be replacing these pieces of furniture anytime soon, but when we do, we most likely will purchase from another company. Update. West Elm had no order update on replacement. Once I notified and clear things up we will be getting our bench in FEBRUARY. Never again. If I could give a negative 5stars I would.

First, the good... The gentleman who helped my husband and I in the store was very nice and very helpful. And also, the lighting that we picked out is wonderful - we love it. We ordered a table, chairs, a rug, buffet and two light fixtures. Now, the reasons I won't order from West Elm again. 1) we ordered a dining room table and had to have three delivered before we settled for the least damaged of them because I didn't have the time/patience to sit on hold for more time to get a new one ordered. 2) we ordered a buffet and settled on the least damaged of those after receiving two for the same reasons above. I don't like even looking at the buffet now and can't wait to replace it. 3) we applied for and used a West Elm credit card for the purchase. There were two offers - 10% reward or no interest for 6 months. We chose the 10% reward. I have spent hours on the phone with the West Elm support and they still have not credited our account for the last $400 in rewards. I have given up after being bounced from person to person who could see the issue but just couldn't fix it. It has been such a disappointing experience.

Just really disappointing customer service. The installation of our conference room table was performed incorrectly and their install team stripped the screws making it impossible to fix. We have been waiting almost 4 months on the replacement. I spoke with one customer service rep a few weeks back that told me it was in transit from their local facility and it would be here by 9/12. When I called back today on the 15th, the new rep tried to actually lie to me and tell me it’s delayed because of production issues and panicked/apologized when I called him out for the blatant dishonesty. They now can’t find the replacement table. so now I have to wait on hold for over an hour for the manager to speak with me about a full refund on both tables. Apparently they can’t call me back at a later time as the company does not allow that. I won’t be purchasing anything from this company ever again. Their furniture is good material but that doesn’t matter if they can’t get it to you in a timely or professional manner. I’d avoid the hassle if you can.

Absolutely TERRIBLE customer service. I ordered a piece of furniture from here and it was delivered in so many pieces AND I am still waiting on the third piece. It's been over a week and when I reached out to customer service they were awful. The stress of this delivery is ridiculous and I am extremely disappointed that I spent over $1,000 on a piece of furniture that will take awhile to build and that I don't even have all of the pieces for. It says on their website that they will hold items until everything is ready and may ship in separate packages. Well, they failed to mention that I'd be waiting on the last piece for over a week after the first delivery. They are so rude I am just shocked. I will never be buying from this store ever again. Especially with how terrible the customer service has been. Also, I spoke to someone who said my item would be delivered by a certain date and when my fiancé called they told him a completely different date two weeks away! Save your money and time and don't bother ordering from this place.

Terrible Terrible service. Made my first mistake purchasing a couch from them took 3 additional months to deliver. Now made a mistake with a pendant, after hanging in the ceiling, customer service decided that it will take another 1.5 month to deliver the item!!! Nothing better than a half complete item hanging from your ceiling. Customer service keeps telling me that a supervisor will call me tomorrow, today i'm on day 6 still waiting for a supervisor but apparently you cannot get transferred to them. For the price you pay, there's much better furniture stores out there. A quick update: Day 8 and they keep saying they will have someone contact me. It's getting sad at this point honestly. What a company. When I insisted on speaking with a supervisor, they said they can only wait 5 min on hold PER POLICY and if not they have to do a call back. I'm glad they have policy in place. I mean without their policies, what would we, It will be a total mess. But, yes this time I was assured they will call me back. More to come next week!

My partner and I purchased the Hamilton Sectional in November from the Austin location. We were told that the delivery wouldn't be until end of April and were understanding that it would take time to make and ship the order. However the date was pushed back to June, then July and still isn't here. The last time we reached out was 7/18 and spoke to a representative. We then had someone reach out to us on 7/21 telling us that they were unable to tell us what was going on with our order and that the delivery team wasn't sure either. They said that they would follow up and yet here we are on 8/12 with no answers. We spent close to $5000 on this couch (an absolute splurge for us but we thought of this as an investment) and now I'm wishing we had spent our money with a company that at least communicates with their customers instead of running circles around us. It says a lot too that you don't allow reviews on your website - probably so customers can't see the endless complaints that are similar to mine.

Look, I’ve purchased everything in my home from West Elm. Everything: sofa, dressers, media console, bedding, etc, but I will never spend another penny at any WSC ever again, and here is why: I purchased a second linen duvet, and it immediately was shedding everywhere. I mean, My vacuum cleaner bag was the color of the duvet cover. That’s how bad it was. I stuck it out because I LOVED the duvet cover, and I thought that maybe after a few washes, the shedding would stop. Not only has it not stopped (it has subsided, though), a few months after purchase, the duvet insert ties came off! I know this duvet cover to be defective because it’s not my first, and the others are perfectly fine and still intact years later. I called west elm to try to resolve the issue and they offered me a $20 gift card: a slap in the face to the money I’ve spent there over the years. A slap in the face to a loyal customer. Customer service is seriously lacking at west elm. Spend your money elsewhere.

While I’m a huge fan of West Elm furniture, my “customer service experience” has been one of the worst I’ve ever encountered. I placed a custom sofa order in-store (downtown Austin) on 8/19/23 and was forewarned it may not arrive til 11/22/23. While not thrilled about the length of time, I moved ahead with the purchase because the couch was exactly what I wanted. My family anxiously awaited the sofa’s November arrival and planned all our other furnishings around the custom piece. After not receiving any delivery updates, I tracked my order and was shocked to learn it was now expected in late January / early February 2024. One would expect after spending a small fortune on a sofa, the bare minimum they would do is reach out directly to inform me of the delay. I received no phone call, no email, no explanation, no discount for the inconvenience. No one seems to care whatsoever - yet I’m continuing to be bombarded with “buy more” ads. Beware if you order any custom pieces!

I love my west elm furniture but I have to say I will never be purchasing from them again. The leg on an $800 dollar chair that barely gets sat in broke in half last night after a year and 2 weeks. I am out of the year window, I get that and I will pay for a replacement leg but after an hour on the phone and 4 different transfers they tell me the part is unavailable right now with no estimate of when it will become available. When I asked to speak to a supervisor or management I was put on hold another 20 minutes only for them to tell me I cannot speak to any supervisors at this time. If the chair is still available for purchase on your website (and they are built to order, I know because I waited months to get them originally), you should be able to send me a part today or at least have an estimate. For a chair this expensive to break after one year and then be met with that kind of costumer service I have to say I will never be using west elm or their partners again.

I ordered all of my new bedding for my new bed from west elm. Everything came on time without issue except for my sheet set and pillow case set, order #330843872863. This package arrived on 3/31, but it was completely empty and unopened. I waited until today to call because I had more west elm packages arriving yesterday that I wanted to make sure didn’t contain the missing sheets. They didn’t contain the sheets. I need sheets bc without them I can’t sleep on my new bed, so I went ahead and reordered them myself last night and paid the $26 for expedited shipping bc it was after hours and I wasn’t able to call at that time. I’m now being told I can’t have the $26 refunded. This is ridiculous. I have bought so much over the years from this company. I never expected west elm to have such poor customer service, especially with a loyal customer. It makes me think a lot less of this company and I will definitely not be shopping with West Elm in the future.

I went to the Austin Texas store and it was the worst customer service experience I have ever experienced with some obvious racism and micro aggression ..the store was not busy but the lady paid little attention to me stating the store was busy, I’m sure she probably thought I was not going to buy anything cuz I’m a black woman. But the moment I asked her if I could order the stuff I like from the online store through her since the items where not in store, she knew I was going to buy and her tone changed drastically she tried to be a lot nicer which was very obvious. Also I came with my husband and my 2yr old son, my son was seated on one of the chairs and my husband was swinging the chair, she went up to my husband and ask him to stop swinging the chair or leave the store. That’s when I left and I am definitely not gonna purchase anything from the Austin Texas location store !!! And I will definitely not recommend this place!

worst customer service experience I’ve encountered to date. We ordered a conference table for our business 4 months ago. It was supposed to be installed 3 months ago, but the folks they sent installed it incorrectly, stripped the screws, and left with the rest of the hardware. They mentioned they would send another group by to finish up and we ended up waiting 2-3 weeks for a follow up that never came. The customer service line has done whatever they can to avoid discussing compensation. Getting a supervisor on the line is like pulling teeth so don’t expect anything from them when your order is delayed or incorrectly installed. Now they mention the replacement won’t be getting here until late august so we will be hitting the 5 month mark on simply replacing a single table. Really disappointing as we have purchased a TON of furniture from West Elm and now I’ll never be buying another item from them.

We've bought 2 time from west elm. We love the furniture, but the shopping, ordering and shipping experience have not been great. When ordering I was asked for an email address and told it was only to provide notifications about the shipping and delivery. That was false: we were added to a marketing list. We've had 2 experiences with shipping. The white glove delivery went well. The door delivery was a complete disaster. The wrong furniture was delivered, it was difficult to figure out who to contact to get help, and then when we did we were told it would be 3-5 days to figure out what was going on. I was also told I would be copied in the communications about the missing furniture and was not. We were kept on hold for extended times to get the return scheduled, and in the end, the delivery will be 2-4 weeks later that we were originally told. Just not a good experience.

If you want to return or buy anything from West Elm, please stay away from this store until they hire or train their managers better. I understand it is hard to hire staff right now, but if West Elm has to hire unqualified candidates for their manager position at least train them better and give them incentives to keep customers. I have never been treated so badly by a salesperson as I was treated by the manager (Megan) at this store. This particular store manager did not even try to help, sell anything, or be at least pleasant. Their attitude was very dismissive, rude, and defensive. On the other hand, the customer service representative on the phone was very polite and helpful plus they were able to solve my problem in 5 minutes, while Ms. Rude Manager was only capable of producing the words "No, I can't help". Save your time and cool. Do not go to West Elm in Austin.

This is one of the worst companies I have ever shopped from. Their employees hate customers and hate to help anyone with anything. They also make you wait around for hours and don't even offer to let you go home and receive a call back. I waited approximately 2 hours to do a return and then they couldn't even figure out how to return it after 2 hours and they were extremely rude about the whole thing. It is a sad massive corporation with no soul. I have not had only one bad experience there, but 4 separate horrible customer service experiences there when all I was trying to do was either purchase something or return something. I think their employees must hate working there so much that they just take it out on their customers. I shopped there for years but after the last experience with their horrible customer service, I will never shop there again.

Bad experience with an exceptionally rude manager named Mark. I asked for two chairs to be held a few extra days for pickup since I do not yet live in town and will not be able to get there right away. I was surprised by the short pickup window to begin with, particularly given a recent order of other large furniture items will not come in for a few months. The chairs must be in stock already, which I did not expect and simply hoped for some understanding given a long customer relationship. Further, the West Elm delivery notification email says “If you need more time, no problem! Simply call the store to make arrangements.” However, for the Austin location, it does not appear to be that simple. Very disappointed in the lack of customer service of flexibility. Highly recommend going to another location for your furniture needs.

I ordered a custom sofa and ended up having a snafu after it was delivered, I contacted West Elm anticipating a “nothing we can do” response. Within 3 days West Elm informed me they would be replacing the entire sofa with a new one!!! Of course it was custom and so it would take another 12 weeks (which I anticipated being longer due to all the material shortages). Less than 12 weeks later drivers just delivered the new sofa and I couldn’t be happier!!! It’s better than the one I had before- I’m so grateful and impressed that such a large company like West Elm actually LISTENED to my concerns and humbly agreed it didn’t meet their standards either!!!!! Things happen- it’s normal, but the fact that they stood by their quality and name and made it right is beyond- I completely LOVE WEST ELM...Almost as much as my new sofa!!

West Elm has scammed us out of $3,000 We purchased the Shelter Sleeper Sofa and after patiently waiting through multiple delivery delays and then a reorder of the sofa because the first one they sent was so damaged that the driver wouldn’t take it off the truck… our couch finally arrived months after the scheduled date. Then after a few months of use the sleeper sofa broke. Then began the saga of submitting it for repair, weeks of ignored requests and then ignorant relief that we were still within the return/refund window. West Elm was able to promptly pick up our couch without issue, but now after two months we have not been refunded. I have spoken to dozens of people and wasted hours getting the run around. It’s a total racket and completely unacceptable. Don’t buy from here.

Before we went, I was puzzled as to why they had such poor reviews. After shopping there, I understand why. Prices are fine. Where they get you is the shipping. They wanted to charge us $350 for shipping a table and chairs. Also, we would have to wait 6 to 11 weeks to get everything. What a bad deal. For context - star furniture only charges us $139 for a sectional couch, master bed frame + boards, and a night table. The staff weren’t very helpful about the shipping. It was a “too bad, can’t help you - either accept it or leave” attitude. Guess what happened? We left. We ended up going with another store that had a better table and chairs (that cost $500 less) and they only charged $100 for shipping. My point? You have better options. Avoid this store and go somewhere better.

I've been in Customer Support for 20+ Years including 15 years at Salesforce. In that time I had the fortune to help build not only Customer Support software but work with the worlds largest companies designing the future of Service. This weekend I experienced what bad looks like. We spent over $1500.00 on 4 West Elm pieces. We only needed 3 and attempted to return 1. They rejected at the physical store and with a call to customer service. They sell this in a set of 4 as well as individually. So West Elm elected....deliberately to not listen or have any empathy. As consumers we have a powerful choice of the brands we trust. West Elm is not to be trusted. The photo below is what we purchased. This family of brands needs help!

I ordered a bed and it was delivered broken. They took months to replace the bed and I was promised a credit from their representative for all the trouble I went through. After the problem was resolved they backed out on the credit - UNETHICAL. I had at least 4 visits to my home because they were trying to repair the bed but after it was determined it was not repairable (after multiple visits) they just delivered a new bed. The in store service was fine but just hope and pray your product is in tact. Their customer service is awful. Multiple reps have access to the same inbox so every time you communicate via email a new person will respond. Please shop at Crate and Barrel or CB2 instead. They have better service.

Never recommend anyone to buy anything from west elm. I placed an order in mid june and did not do any delivery until today. I called today and inquired about when i will get the delivery. The answer was some items are in the international transit and she said she doesnot know when the delivery will be. After talking to my family i decided to cancel itesm. However, they did not refund my full amount. They charged me $400+ dollors for shipping where i never receive anything at my home. How west elm can charge as a shipping charge without making any shipment. SHAME ON YOU WESTELM! I PRAY TO GOD TO PUNISH YOU FOR CHARGING PEOPLE FOR NO REASON.

I would give zero stars if that was an option. Horrible experience with this company. Save your time, money, and frustration. Do not order from West Elm. We spent ALOT of money on dining room table, chairs, and bar chairs. 4 months later I have been formed that dining chairs order could not be fulfilled. I called to schedule delivery of table and bar chairs however now told that they don’t know where table top is. Only the base and bar chairs are ready to be delivered. Absolutely ludicrous. 4 months of waiting. Customer service is apathetic. No one is invested or concerned. To say we are incredibly disappointed is an understatement.

Stay away from this company. We bought a bed frame from west elm. After waiting for 2 months for delivery, the frame got delivered. Only without all the parts. And absolutely no instructions. Apparently the delivery company was also supposed to assemble the bed for us. They never did. Just delivered of the bed in the foyer and went away. Now the customer support wants 5-7 business days to just get someone to talk to us about the missing parts while we sleep on the floor? Rediculous! West elm is the proof that spending more money doesn't always mean great quality. This furniture company should rename themselves to Waste Elm.

Avoid shopping with west elm at all costs. We have had 3 damaged couches delivered to us, and the delivery men damaged our stair railing when carrying the first couch upstairs. 1. Couch #1 delivered with water damage. Delivery men damaged our stair railing and got paint all over the back of the couch when they brought it upstairs. 2. Couch #2 delivered with a massive tear on the top. 3. Couch #3 delivered with a massive tear on the underside. The customer service people are terrible, and it was nearly impossible to get to speak with someone who could actually discuss compensation for our wasted time.

NOPE! I really wish I'd read reviews here, because I can echo every account of nice store staff but then a nightmare after the sale, and the store can do nothing to save you: horrible customer service, damaged furniture, missing parts, incompetence at every turn, unending time spent trying to get replacements, never getting anywhere close to what I paid for, and if you start asking for any kind of refund, they suddenly stop responding to you. It's criminal.This is a money grabbing racquet! And they are taking people for thousands of dollars. An attorney should strike up a federal class-action suit.

**Do Not Recommend - Bad Experience with Online Purchase** I bought a night stand and lamp from the West Elm website. The hardware for the night stand was defective (the mounting points for the legs did not sit flush on the bottom to attach, joints of the hardware did not line up properly and had noticeable gaps) and the lamp was damaged (large chip in the base). The quality of the products generally was not in line with the high price. Customer Service was difficult to deal with and was unable to resolve the issues for me. Overall, a negative experience for me.

I bought a nice looking wood framed bed with slats for mattress support for a guest room. Starting having problems with the slats breaking. Two broke and I contacted the company to get them replaced and they said they would. After waiting a long time they then said that after all that is considered normal wear and tear. What? The bed was about two years old and was hardly used by my guests. So much for "Modern, Original Designs Shop Furniture That's Built To Last". Unbelievable that they would treat their customers this way. Never again will I buy from West Elm.

Just made my first AND LAST purchase at West Elm! I was fully prepared to pick up my purchase at the store (Austin, TX). Apparently they did not have it in stock. I was OK with that and ready to pick it up when it arrives. But no... they insisted on shipping it directly to my house. I was OK with that too. BUT... When they also tacked on "shipping & handling" - I was NOT OK with that! Why should they make the customers pay for their own shortcomings. So, they squeezed some extra $$ from me this time, but lost a customer for life! Buyers beware!!!

Save your time and either shop online or find another retailer. The manager here (she has long black hair, heavy set, wears tons of jewelry) is the epitome of rude, snotty, and acts as though her title as a manager puts her up with the Mayor. Total joke of customer service!! West Elm messed up our order and all she could say was “my store didn’t make the error, go find the employee that did! I don’t have time for this!” If her attitude is the core values of West Elm, don’t add to their profits - go elsewhere.

Probably the worst online ordering experience. West elm can not help you to cancel an order if that product you order on west elm's website is a "direct ship" from other company (why do I care, it's your vendor, I bought from west elm, not else). Even though the curtain is a backorder and the estimated delivery date got pushed out twice already. I guess I will just wait forever for that curtain. At least it is not a couple thousands $ furniture. Lesson learned, no west elm product for the rest of my life.

Bad shopping experience, you place an order and you have to keep checking the website for updates. Once your order moves to ready to schedule, you won’t get a notification or email or any update, it’s your job to make sure you check the website and call the customer service line which will you keep you on hold forever and schedule your delivery. They notified me that they had a shipping issue and order needs to be placed again, waste of an entire month of time. I’m never shopping here again.

**Update- their delivery customer service did their best at correcting all the issues. While it was a painful process, I am happy with the final product and their desire to get it right. Because of that, their rating went up from 2 to 4 starts** The store and the employees were great but the delivery service is awful. They just called to delay our delivery for the THIRD time. My husband has taken the day off and moved our master bedroom furniture out of the room and moved it back in twice!

I had the worse experience at the West Elm in Austin. The 2 female managers were rude and complete elitist. I will never shop at the store. All the plants were dying while the 2 managers sat at the register chatting. Maybe they should have been watering the plants since they seemed to have nothing to do. All the management staffed seemed very racist and completely rude. I hope this review reaches the corporate offices and they are immediately terminated.

This has been the absolute worst customer service ever. We ordered a chair that was on sale for approx $300. After waiting four to five months, they delivered a nightstand. The representative said it was a mistake on their end. Instead of offering to send out the chair, they said they’d issue a refund and then give us the option to buy the chair FOR FULL PRICE! After we called out how bad that sounded, the rep offered a 10% discount lol. What a joke.

Always worst customer service from this location, but I loved products from West Elm so still purchased my furniture, rugs, etc. from the store. Until recently I bought a huge round mirror and found hardware missing when I opened the package back home. I called the store. The associate found the mirror available online but she did NOT even try to order it for me. Instead, she told me to go to Lowe's to get the hardware by myself :)

We are STILL waiting on a table that was ordered in September. We haven't received any updates from ANYONE at west elm or their hub. I have had to keep calling myself every day- they NEVER called back to give me any type of update or information even though they kept saying they would... customer service is AWFUL. don't waste your money. We've only now realized how many negative reviews West Elm has for the exact same reason.

The attendant was very pushy to order a sofa through her in the store when I made it clear that I needed more time to make a decision on the type of cloth and style of sofa I wanted. Additionally, I wanted to purchase it online because I’m a millennial and need to see all my options before making a large purchase like this! I’m posting this review now, but my stated experience is from August 2021. Didn’t return again

The ordering experience in the store was actually lovely. Vanessa is a great and super helpful. Unfortunately that’s where the positive experience ends. It’s been over two months, I’ve been charged over $5k, have received 3 rugs and everything else is delayed, backordered, who knows where?!? Customer service is nonexistent… good thing I got a recliner from Amazon… lesson learned: never order from west elm. EVER.

I ordered a console table last year in JULY and it still not delivered, the scheduled delivery date is keep pushing. It is not a customerized item and only a console table, I have no idea why it takes more than half a year. It is the first furniture we purchased for our new house but it is going to be the last one to arrive, even late than our couch, dining tables and other customerized stuff. It is ridiculous.

Furnished a new house with furnitures across Crate and Barrel, CB2 and West elm back in MAY’21. West elm is the only brand that is not able to provide a proactive and accurate update. We’re still waiting on the last piece of our order 5 months later. The store representative just keeps repeating they the escalation team will get back to me, but just don’t. Do yourself a favor and buy from another store.

3 months later the bed they delivered is still broken. The replacement is 2 hours past it's delivery window and doesn't appear to be getting here today and so far I've been offered free shipping on my next order. What next order? I wouldn't order from West Elm again if it was free!!! Update: they issued a refund without talking to me so now I can't get the pieces that are broken returned or replaced.

Best customer service of a furniture store! Every time we haven't being fully satisfied with the furniture they have made it extremely easy to return without any hidden fees. We have recently purchased furniture from other reputable expensive stores and their service is not near the same level. It's refreshing to buy with the confidence that you can return if the pieces don't fit for some reason.

The majority of people leaving reviews here don't seem to grasp the difference between a corporation and an individual store. Went here yesterday to pick up a gift for a friend's house warming. I didn't get his name but the dude with the blue hair was super helpful and kind. Everyone seemed friendly. I've ordered stuff from here before and picked up with no issue. I love their flax linen sheets.

We got positive experience with one of the staff with the sofa (Vargas). But we decided to buy the duvet cover and sheet set, right after buying the sofa and got bad experience with another staff that we don't know the name. We asked about the promotion and return policy for the kid chair cover. What we receive were cold reponses, we felt that she didn't want to treat her customer nicely.

I would never place an order from West Elm again in my life! I called twice to change the delivery address of the order and it was still delivered to the wrong the address. The company had no solution AT ALL! Did the company not know traveling 2,000 miles to put on the return label is not an option for everyone LOL? They let you eat up the cost and pay for the mistake they make.

I spent hours and hours on hold and on the phone trying to get information about my order. After multiple phone calls, and many emails to any address I could find, someone finally got back to me (6 weeks after order placed) and told me they were canceling my order because of a fabric issue. The whole system is dishonest. I'll be so happy to never shop at West Elm ever again.

Our custom order couch was finally delivered, but was damaged during delivery. We contacted west elm customer service to see what they could do to about it and they’ve been very responsive and helpful! They were able to offer us a discount. Not to mention their design team is also amazing! Overall, great experience with their entire team and the quality of their furniture.

This store ha a large selection of expensive items; some are worth the price, and some were not. However, this is the case with a lot of places. Depending on your budget and need, this store may or may not be for you. My budget for my space was $17,000.00, but I managed to find high-quality items at other stores for far less than seen at this store.

I had ordered "Panorama 56" Coffee Table, Marble, Feather Grey" coffee table from West Elm and it was delivered damaged twice, on the first occasion, the marble top was broken and on the second occasion the bottom of the table was ripped off. Such fragile products where basic quality check has not been taken care of

Very busy location. It’s a little bit hard to find a staff to help you. But they always has great decorations at their store. You can find tons of ideas for your house. Sometimes you can find a good price for clearance. But if want to find a really great price, I suggest you can go to their outlet at San Macros.

When they say White Glove Service comes with this order, they mean "We will charge you $300 to deliver, it's not a choice". Also, you may get an email saying your item will not be in for another 5 months. If you want a West Elm product go to the Outlet, 40% off with no hidden fees. Will not shop there again.

I ordered a bunch of stuff. The delivery was extremely stressful. We have been waiting for our bed to be delivered for more than a year. They promised a 20% discount for late delivery but never got it. My suggestion, if you have another option, then save your time, money, and nerves, skip West Elm.

We love our new coffee table. We got ripped off $100 with the assembly charge we paid extra for though. The guys that put it together said it was literally 4 legs to screw on that took all of 2 minutes, if that. The sales person talked me into paying extra in case it was difficult. It wasn’t. Duh

Overpriced furniture and a staff that obviously doesn’t get paid on commission. We walked around for more than an hour trying to find a table we saw online without success. When we finally did find someone interested in talking with us, all she had to offer was “We don’t have one.” Won’t be back.

Walked in ready to buy a couch, no one greeted us, the most anyone said was to get off one of the couches so their other client could get a better look. Walked around store for 30-40 min or so hoping someone else might want to help but no. Did not buy anything and will probably go elsewhere now.

We bought a set of cutlery for $ 120, after the first wash in the dishwasher, traces of rust appeared on the cutlery. Terrible quality for a $120 set. We were very dissatisfied with the goods from your store. We cannot return because we threw away the packaging after purchase.

Bought a custom sleeper sofa from West Elm in June! Even though we had to wait- West Elm was able to get it to me just in time for my guests to arrive. Thank you for my beautiful sleeper sofa and helping me to accommodate my guests! Maria in shipping went above!

The first time I ordered a media console from here, they had to return it upon delivery because they didn’t have the correct parts so it took another 3 weeks- 1 month to get it again. The second time they delivered it, the piece was damaged

The staff in west elm are great this review only reflects the overall experience after purchasing....I purchased the Anton bed from west elm on October 7th. They said it would be about two weeks for the bed to arrive. It’s now December 9th

Called out of state to have an item shipped that this store had in stock that otherwise would have been a 3 month wait to get online. I called a couple times to find item/place on hold and then to pay for and both times I called I believe

Waste of time. Don't buy anything from this company. They don't deliver the item on time. We waited for another 1-2 months for delivery and it seems they don't know where the package is. On top of that, they want me to ship them the parts

Review primarily based on customer service. When you are able to find an employee to assist you, most are very helpful and knowledgeable. Deducted one star for how long it took to get assisted, and that we had to flag someone down rather

I went to the showroom to check out a few possible options for a new sofa. The sofa I found I liked most was not marked and had no information. I was in the showroom for about a half hour and unable to get anyone's attention or help. The

We bought a few pieces like barstools and a large sectional from west elm. The small pieces we have had no issue. But we have had lots of trouble with our couch. Very expensive and the white glove delivery service is very underwhelming.

I ordered a harmony leather couch on March 28th 2021. My estimated arrival dates at purchase were June 28th-July 12th. Today is August 26th 2021 and I still don't have the couch. They charged me $8k for the couch on July 27th. I paid in

I love this store and their home decor, however was seriously disappointed and upset when I stopped in on Saturday afternoon and there were SO MANY people in there! Too many people in there. No one that we could see counting or even

Seemingly larger than some of the other West Elm stores I have been to, but they have almost nothing in stock for you to take home - so if you are looking for something right now, you will likely need to go elsewhere.

Had a great experience selecting materials, color, and couch model. The couch is as comfortable as it is stylish. Delivered earlier than expected and white glove delivery was top notch.

Multiple shipping delays with zero communication. Customer support is not helpful. So basically they took money and two months later still didn’t deliver items.

So disappointing how West Elm doesn't stand behind the quality of their products. Only a year and a half old and super expensive, should of went somewhere else.

It's West elm, the products are what you'd expect - not amazing quality but nice style at high prices (for the materials).

A jake leg operation! Horrible customer service. Can't deliver product. Won't let you cancel. AVOID LIKE THE PLAGUE!!!!

Nice facility with very helpful staff. Not a ton of inventory to see, but a good sample.